Return Policy

 

1. Returns and Exchanges

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We want you to be completely satisfied with your purchase from Mason Biomass. If you are not entirely pleased with your order, please contact us via email at ollymase@outlook.com within 14 days of receiving your items to initiate a return or exchange process. We will respond to your email with instructions on how to proceed.

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2. Eligibility Criteria

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To be eligible for a return or exchange, your item must be unused, in the same condition that you received it, and in its original packaging. Items that have been used or damaged by the customer will not be eligible for return or exchange.

 

3. Return Process

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a. Contact Us: Initiate the return process by sending an email to ollymase@outlook.com with your order number, a description of the item you wish to return, and the reason for the return.

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b. Return authorisation: We will review your request and provide you with a return authorisation , along with instructions on how to proceed.

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c. Arrange Pick-up: Once your return is authorised, we will arrange for a pick-up date for the item. Please ensure that the item is securely packaged for the return shipment.

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4. Refunds

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Upon receipt and inspection of the returned item, we will notify you via email regarding the approval or rejection of your refund. If approved, your refund will be processed, and a credit will be applied to your original method of payment within a certain number of days.

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5. Exceptions

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Certain items are non-refundable and non-exchangeable, including perishable goods and personalised items.

 

6. Contact Us

 

If you have any questions about our return policy, please contact us at:

 

Email: ollymase@outlook.com
Phone: 07984300441

 

Mason Biomass
 

Cottage Farm,  Crowle, Scunthorpe. DN17 4BH